Wild Robin Casino - Pelaajan tilipyyntöä ei ole käsitelty.

Complaint Title:

The casino refuses to block my account despite repeated requests

Complaint Description:

Good evening,

I am a registered player at Wild Robin Casino. For the past 5 days I have repeatedly requested the casino support team to temporarily block or self-block my account for personal reasons. Unfortunately, to date my requests have been completely ignored and my account remains active.

This is a very serious issue, because according to the Responsible Gaming policy, casinos are obliged to promptly satisfy player requests for account closure or banning. By doing so, Wild Robin Casino violates responsible gaming rules and puts players at risk.

Please help me solve this problem.

I can attach: the emails I have sent and have not received any response and in the live chat they tell me to be patient. I am asking for all my money back that I have deposited in this casino since the day I created the account because they do not respect me and are violating my rights.

I request the immediate blocking of my account and official confirmation from Wild Robin Casino.

Thank you very much for your help.

Τίτλος Καταγγελίας:

Το καζίνο αρνείται να μπλοκάρει τον λογαριασμό μου παρά τις επανειλημμένες αιτήσεις

Περιγραφή Καταγγελίας:

Καλησπέρα σας,

Είμαι εγγεγραμμένος/η παίκτης/παίκτρια στο Wild Robin Casino. Εδώ και 5 ημέρες ζητώ επανειλημμένα από την ομάδα υποστήριξης του καζίνο να προχωρήσει σε προσωρινό αποκλεισμό ή αυτο-αποκλεισμό του λογαριασμού μου για προσωπικούς λόγους. Δυστυχώς, μέχρι σήμερα οι αιτήσεις μου έχουν αγνοηθεί πλήρως και ο λογαριασμός μου παραμένει ενεργός.

Πρόκειται για πολύ σοβαρό ζήτημα, διότι σύμφωνα με την πολιτική του Υπεύθυνου Παιχνιδιού, τα καζίνο υποχρεούνται να ικανοποιούν άμεσα τα αιτήματα παικτών για κλείσιμο ή αποκλεισμό λογαριασμού. Με τη στάση του αυτή, το Wild Robin Casino παραβιάζει τους κανόνες υπεύθυνου παιχνιδιού και θέτει σε κίνδυνο τους παίκτες.

Σας παρακαλώ να με βοηθήσετε στην επίλυση αυτού του προβλήματος.

Μπορώ να επισυνάψω: τα εμαιλ που έχω στείλει και δεν έχω πάρει καμία απάντηση και στο live chat μου λένε να κάνω υπομονή ζητώ όλα τα χρήματα μου πίσω ότι έχω καταθέσει σε αυτό το καζίνο από την η μέρα που έκανα τον λογαριασμό γιατί δεν με σέβονται και καταπατούν τα δικαιώματα μου.

Ζητώ τον άμεσο αποκλεισμό του λογαριασμού μου και επίσημη επιβεβαίωση από το Wild Robin Casino.

Σας ευχαριστώ πολύ για τη βοήθεια.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Robin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you unsubscribed from the casino's marketing communication?
• Have you tried contacting live chat support after you learned your account closure request wasn't granted?
• Do you consider yourself a vulnerable person in need of protection from further gambling?
• When was the last time you deposited?
• Has the casino communicated with you regarding any responsible gambling topics? Would you be able to share your interactions with casino, if available? Send the information to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear TatiaChkhaidze,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru